Global Process Expert – Customer Contact Management

• Location: Barcelona, Spain

Our Order to Cash (O2C) team aims for excellence, equipping Sanofi with a robust core model, seconded with best of breed digital solutions embedding artificial intelligence and machine learning functionalities.

Our international presence, our ambition to become a global reference player for all order to cash related processes mean that our team works on a variety of projects with opportunities for a rich mix of work. This leads to a challenging and stimulating professional experience full of growth and learning.

Business Operations is a Global organization of Sanofi providing end to end services to all geographies in Europe, North America, China, JPAC & International regions and covering Global Procurement services, Operations and transition management, Medical activities hub, People services, and Global Finance services. Global Finance services hosts the following service lines O2C, A2R, Financial sanctions compliance. 

Over the past two years, Global Finance Services has doubled in size and increased its scope.

As one department within Business Operations, we’re also part of something much bigger. This provides opportunities for learning, growing, job moves and a diversified, fulfilling career.

Order To Cash (O2C) service line, one of the pillars of Business Operations Finance servcies, is currently covering the following areas of the Customer Invoice to Cash (Ci2C) process:

• Credit Management
• Collections & Account Receivables management
• Cash Application
• AR Monthly closing and Reporting

To build an integrated end-to-end order to cash process under one single organization it will be extending its scope to the following Order to Serve sub-processes:

• Customer Master Data, Pricing & Commercial conditions
• Customer Contact Management
• Order Management

Our function at a glance:

Our O2C team to handle the following activities:  

Master data Management Sales orders Management Customer Contact Management Credit Risk and Credit Data Management   Collections and Customer Contact Management Cash Application and Receivables Management   AR related Month-end Closing, Reporting and Non-trade Invoice Management  

These operations are critical for customers & patients products fulfillment, accurate accounting, generating cash flow, customer satisfaction

In the context of such transformation, a Global Process Expert – Customer Contact Management role has been created.

This role is in charge to drive specific topics, projects contributing to Core Model enhancements and deployments. This role will be instrumental as well in the continues improvement area improving core model adherence, global initiative allowing better efficiencies and best in class practices.

In close collaboration with Regional/Local leads, this role provides the support, coaching & facilitation to allow the Regional/Local teams to successfully adopt/adhere consistently to the core processes. In addition, process efficiency should be continuously improved by promoting and sharing best practices and performance mindset.

Global Process Expert -Customer Contact Management role acts as the core model guardian in the coordination of activities to ensure best and harmonized practices are adopted by all Local /Regional teams. This role handles smooth change management among Local /Regional teams, identifies risks and discrepancies and develops adequate actions plans to mitigate them, recommends improvements, and monitors till implementation.

As part of Order to Serve GPO team, Global Process Expert -Customer Contact Management role reports to Customer Contact Management Global Process Lead and contributes to execute its strategy related to global projects implementation as well as process simplification and optimization.

Main responsibilities:

Core Model

• Contribute to the design, development, maintenance, simplification, optimization and improvement of core model processes in collaboration with regional leads and Customer Contact Management Global Process Lead. Customer Contact Management Core Model processes include the management of customer requests, claims and disputes from internal stakeholders and external 3rd party customers and partners. It is to register and validate all customer contacts, provide resolution, such as to manage returns and credit/debit notes, follow-up and close customer contacts.

• The Core Model mainly comprises processes, technology landscape, RACI, interaction model business rules and KPI’s in domestic and export perimeter.

• Collaborate on the change definition